2012 Analytics Average Handle Time Benchmark 
Fonolo
NOVEMBER 17, 2020
As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. Improving Average Handle Time (AHT). contactcenter #2020trends Click To Tweet. Social Media ?
Callminer
AUGUST 1, 2017
Source: Human Resource Management; Issue: 51(4); 2012; Pages 535-548. Average handling times (AHT) increase. This can be achieved if all agents are trained on both campaigns so that the queue hold time can be reduced. Repeat calls went down, but so did average handle time! Errors happen.
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